Pennymac, Westlake Village, CA

Worst customer service experience ever. I was just transferred 6 times and spent an hour and 39 minutes trying to resolve an issue with their biweekly payment plan. I've worked in mortgage, I've worked in customer service, I'm empathetic with their challenges - but this indicates a bigger issue within the company. They clearly need better training and resources for their CS reps. Our purchase loan was transferred to PennyMac for servicing and had we had a choice, I never would've gone with them. How they have nearly 5 stars on google is a mystery.

Pennymac called me constantly from different numbers, harassing me to refinance. They sent 8+ emails a day and texted, as well. I opted out, unsubscribed, and begged to be taken off call lists. This began TWO WEEKS after I closed on my home and continued until minute that I sold it, even when interest rates were at DOUBLE my current rate. Their actual infrastructure for loan payments was fine, but I've never been happier to have a new mortgage with a credit union that isn't harassing me and profiting off my data. My mortgage was sold to them, but if you have a choice, go with another company.

Penny Mac's cell phone app won't let you login and view your loan documents even with a valid login information. The pennymac website doesn't let you login, you are required to put your loan number in, and when you put it in, it just doesn't let you login still. Absolute trash, and they don't open until California time wakes up so if you're on the East Coast you're effed.

Fastest and easiest loan process ever. We are returning clients to PennyMac and very pleased with the easy transition in getting our new home in another state Mortgage co. back to PennyMac. Thanks again for all the teams expedient work.

The worst possible company to refinance through. I’m a veteran and wanted to free up my VA loan so I could use it to buy another home. I decided to use PennyMac for the refinance. The individual and I first exchanged communications talking about the whole process from switching from VA to a conventional loan and what was needed from me. I go through the whole process with the understanding I’m switching my VA loan to a conventional. So fast forward a year later. My wife and I are looking to buy a new home. My loan officer notifies me that we can’t use my VA loan because it’s still being use on the current property we’re living in. To my surprise, I say that’s impossible. I said, “ I refinance last year just for this reason.” So, I called PennyMac to verify this information and how could this happen, and what can we do to fix this problem that they've caused. Basically, I'm told nothing can be done even though they made a mistake. So, the moral of the story is don't trust anymore to do their jobs correctly and lose about $50,000 because of someone's mistake.

I'm currently in the process of having a work colleague assume my VA loan. We both called Pennymac around mid October and asked the representative we spoke with what that process entailed in terms of the time it takes and what paperwork we need. The representative couldn't give us a definitive answer other than the process taking 60-90 days. I worked with my realtor on my end getting a contract set up on our family's new home with a closing date of December 8th. Fast forward to November, and my work colleague was informed by pennymac that we needed a plethora of VA forms filled out to start the 60 day timeline of loan assumption. Needless to say, the seller of my future home was pretty irritated and is looking to cut ties completely leaving me and my family effectively homeless....all because Pennymac lacks a basic understanding of communication and competence of loan assumption procedures. Me and my work colleague, as well as both our respective realtors have made numerous attempts to contact someone and have been stalled or outright ignored completely. If the owner of the company or a representative is reading this, I strongly urge you reach out ASAP.

Some of the worst customer service! I sold my home over a year ago and was still receiving calls about mortgage protection. come to find out PennyMac was still giving out my contact info even after I was no longer a client! You have lost a customer for life, Vets don't take kindly to breaches of trust or security!

Pennymac pulled my mortgage 2x in August (30 and 31) and I am struggling to get a return their in a timely fashion. This is my VA money. I have been asking for my money back and have been getting the run around. And them dragging their feet. Now they’re saying 14 business days!! This is completely unacceptable and causing excessive financial strain on my family and myself.